Telecom Work & Equipment - Enhanced Service

Service Description

Telecom Work Orders are submitted by agencies to request any work, services or equipment that is to be billed back to the agency.

Customer Benefits
Telecom Work Orders provide a simple online interface for agencies to request work, services or equipment. Telecom work can include all voice and data services (including those for office moves), purchases of additional equipment, equipment changes, wiring requests, or any other telecommunications services. The information is entered into a simple, service request form.

Customer Responsibilities

The customer will utilize the online form as the mechanism to initiate all requests for work, services or equipment. Should users experience difficulty requesting any work, services, or equipment, they should submit a help ticket by calling the Technology Support Center at 307-777-5000.

Requesting Service - To request this service, please submit a Telecommunications Service Request via the online form.

Helpful Tip – Customers will need to provide billing account information, as well as a primary and secondary point of contact at the time the request is made.

For general inquiries regarding this service, please contact the Technology Support Center at 307-777-5000.  ETS will work with the agency to answer questions, provide quotes on services, and arrange with ETS service provisioning.

ETS Responsibilities
ETS technical staff manages the requests for all equipment, services, incident resolution, and all necessary contracts with third-party vendors.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service. 

Category  Evaluation Criteria   Target
Processing Service requests will be forwarded to contractors within 15 business days maximum, from the time complete information is received.  15 business days

Service Rates

Service      Cost  Unit
Enhanced Service - Telecom Contract Hourly Charge  Cost +5%  Per measurable unit
Enhanced Service - Telecom Equipment Cost +5% Per measurable unit
Enhanced Service - Telecom Work Order Services Cost +5% Per measurable unit
Enhanced Service - Telecom Work Order Material & Travel Cost +5% Per measurable unit